EP3850482A4 - Method and system to predict workload demand in a customer journey application - Google Patents

Method and system to predict workload demand in a customer journey application Download PDF

Info

Publication number
EP3850482A4
EP3850482A4 EP19860077.7A EP19860077A EP3850482A4 EP 3850482 A4 EP3850482 A4 EP 3850482A4 EP 19860077 A EP19860077 A EP 19860077A EP 3850482 A4 EP3850482 A4 EP 3850482A4
Authority
EP
European Patent Office
Prior art keywords
workload demand
customer journey
journey application
predict workload
predict
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Pending
Application number
EP19860077.7A
Other languages
German (de)
French (fr)
Other versions
EP3850482A1 (en
Inventor
Andy Raphael GOUW
Wei Xun Ter
Naman Doshi
Travis Humphreys
Bayu Aji Wicaksono
Cameron David SMITH
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Genesys Cloud Services Holdings II LLC
Original Assignee
Greeneden US Holdings II LLC
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Greeneden US Holdings II LLC filed Critical Greeneden US Holdings II LLC
Publication of EP3850482A1 publication Critical patent/EP3850482A1/en
Publication of EP3850482A4 publication Critical patent/EP3850482A4/en
Pending legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G06Q10/063114—Status monitoring or status determination for a person or group
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06315—Needs-based resource requirements planning or analysis
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06393—Score-carding, benchmarking or key performance indicator [KPI] analysis
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales

Landscapes

  • Business, Economics & Management (AREA)
  • Human Resources & Organizations (AREA)
  • Engineering & Computer Science (AREA)
  • Economics (AREA)
  • Strategic Management (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Development Economics (AREA)
  • Marketing (AREA)
  • Educational Administration (AREA)
  • General Physics & Mathematics (AREA)
  • Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • General Business, Economics & Management (AREA)
  • Quality & Reliability (AREA)
  • Game Theory and Decision Science (AREA)
  • Operations Research (AREA)
  • Tourism & Hospitality (AREA)
  • Accounting & Taxation (AREA)
  • Finance (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
EP19860077.7A 2018-09-11 2019-09-10 Method and system to predict workload demand in a customer journey application Pending EP3850482A4 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US201862729856P 2018-09-11 2018-09-11
PCT/US2019/050486 WO2020055925A1 (en) 2018-09-11 2019-09-10 Method and system to predict workload demand in a customer journey application

Publications (2)

Publication Number Publication Date
EP3850482A1 EP3850482A1 (en) 2021-07-21
EP3850482A4 true EP3850482A4 (en) 2022-04-27

Family

ID=69718847

Family Applications (1)

Application Number Title Priority Date Filing Date
EP19860077.7A Pending EP3850482A4 (en) 2018-09-11 2019-09-10 Method and system to predict workload demand in a customer journey application

Country Status (8)

Country Link
US (1) US20200082319A1 (en)
EP (1) EP3850482A4 (en)
JP (1) JP2021536624A (en)
CN (1) CN112840363A (en)
AU (1) AU2019339331B2 (en)
BR (1) BR112021004156A2 (en)
CA (1) CA3111231A1 (en)
WO (1) WO2020055925A1 (en)

Families Citing this family (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN113836191B (en) * 2021-08-12 2022-08-02 中投国信(北京)科技发展有限公司 Intelligent business processing method and system based on big data
PT117679A (en) * 2021-12-23 2023-06-23 Altice Labs S A DRIVEN GRAPHS TO MODEL PERSONALIZED CUSTOMER CONNECTION ON CHANNELS

Family Cites Families (12)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP3743247B2 (en) * 2000-02-22 2006-02-08 富士電機システムズ株式会社 Prediction device using neural network
US6895083B1 (en) * 2001-05-02 2005-05-17 Verizon Corporate Services Group Inc. System and method for maximum benefit routing
WO2002093321A2 (en) * 2001-05-17 2002-11-21 Bay Bridge Decision Technologies, Inc. System and method for generating forecasts and analysis of contact center behavior for planning purposes
US7103171B1 (en) * 2001-06-29 2006-09-05 Siebel Systems, Inc. System and method for multi-channel communication queuing using routing and escalation rules
JP4846376B2 (en) * 2006-01-31 2011-12-28 新日本製鐵株式会社 Production / distribution schedule creation apparatus and method, production / distribution process control apparatus and method, computer program, and computer-readable recording medium
US20100332286A1 (en) * 2009-06-24 2010-12-30 At&T Intellectual Property I, L.P., Predicting communication outcome based on a regression model
JP6058571B2 (en) * 2014-03-03 2017-01-11 東京瓦斯株式会社 Necessary personnel number calculation device, necessary personnel number calculation method and program
US20150286982A1 (en) * 2014-04-07 2015-10-08 International Business Machines Corporation Dynamically modeling workloads, staffing requirements, and resource requirements of a security operations center
US10380609B2 (en) * 2015-02-10 2019-08-13 EverString Innovation Technology Web crawling for use in providing leads generation and engagement recommendations
CN105374206B (en) * 2015-12-09 2017-12-08 敏驰信息科技（上海）有限公司 A kind of system and its method of work of active Transportation Demand Management
EP4186016A1 (en) * 2020-07-24 2023-05-31 Genesys Cloud Services Holdings II, LLC. Method and system for scalable contact center agent scheduling utilizing automated ai modeling and multi-objective optimization
JP2023540970A (en) * 2020-09-03 2023-09-27 ジェネシス クラウド サービシーズ インコーポレイテッド Systems and methods related to predicting and preventing high agent turnover in contact centers

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
No further relevant documents disclosed *

Also Published As

Publication number Publication date
BR112021004156A2 (en) 2021-05-25
EP3850482A1 (en) 2021-07-21
CN112840363A (en) 2021-05-25
WO2020055925A1 (en) 2020-03-19
AU2019339331B2 (en) 2024-06-27
US20200082319A1 (en) 2020-03-12
AU2019339331A1 (en) 2021-03-18
JP2021536624A (en) 2021-12-27
CA3111231A1 (en) 2020-03-19

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